If you are using one of the supported versions of our software listed here, you can submit a support ticket by visiting this form on our support site. Please follow the instructions below when submitting tickets so that we can better serve you.
If you have purchased a license for one of our Professional servers (Posit Workbench, RStudio Server Pro, Posit Connect, Shiny Server Pro) or RStudio Desktop Pro, or you have a paid plan on shinyapps.io, posit.cloud or Connect Cloud; then, your purchase includes Premium Support under this agreement. Premium Support covers the products themselves, but does not cover R code or environment issues on the host machine used for on-premises servers.
For reference, our documentation is here, our product requirements are here, and our best practices site is here.
If you have an issue with one of our open-source or free products, or you have a question about an open-source package or R itself, you can still get help via these resources.
For a list of Full Service Partners, see this page
If you are entitled to Premium Support and you find that you have an issue with one of our professional products that is under support (see this page for the list of supported versions), you can file a support ticket via the support site. Per our support agreement linked above, we offer support via email only, between 9am and 5pm US Eastern Monday through Friday, excluding US federal holidays. We answer tickets as quickly as we can, and if we are waiting on your reply, we will notify you after three days of inactivity, and close the ticket automatically after one week of inactivity.
We are dedicated to your success, so to make the experience as pleasant and efficient as possible, we recommend that you provide the following specific information when you file a ticket with us.
Uploading Diagnostic Reports
If your diagnostic report is much larger than 40MB, it will not make it into our ticketing system. When that happens, please create a ticket first, then use your ticket number and upload the report to our app:
https://posit-support.shinyapps.io/upload/
RStudio Desktop Pro (Commercial)
- First, check this page to verify that you are using a supported version of the product.
- If the IDE won't start, run the steps in this article first.
- Run a diagnostic report and attach it to the ticket.
Posit Workbench (formerly RStudio Workbench) or RStudio Server Pro
First, check this page to verify that you are using a supported version of the product.
If so, go to the support form and provide a general description of problem, along with any error messages you see. In addition, for server diagnostics:
- Run a server diagnostic report with the following command:
sudo rstudio-server run-diagnostics
- Attach the server diagnostics report to the support ticket (the output of the script will give you the location of that file).
For session diagnostics:
- Set the
rsession-diagnostics-enabled
flag in the /etc/rstudio/rserver.conf file:rsession-diagnostics-enabled=1
and restart the server. When this setting is enabled, all sessions that are started will create a diagnostics file that contains extended launch diagnostics under the/tmp
directory by default. To change the location, see this section of the admin guide. - Attach the session diagnostics file(s) to the support ticket, as applicable.
For Kubernetes:
- In addition to the diagnostic, please send us the logs from step 1 and the output from step 2 from our Troubleshooting Launcher and Kubernetes guide.
If you are having trouble deploying from RStudio Server to RStudio Connect, please read this article first for troubleshooting tips.
Posit Connect (formerly RStudio Connect)
First, check this page to verify that you are using a supported version of the product.
If so, go to the support form and provide a general description of problem, along with any error messages you see. In addition, please run the Posit Connect diagnostic script and attach it to the support ticket. Feel free to sanitize any data you feel is sensitive, and please let us know that you have done so.
- Run a server diagnostic report (run this command:
sudo /opt/rstudio-connect/scripts/run-diagnostics.sh /path/to/output/directory
) - Attach the server diagnostics report to the support ticket (the output of the script will give you the location of that file).
If you are having trouble deploying from Workbench to Connect, please read this article first for troubleshooting tips.
Shiny Server Pro
First, check this page to verify that you are using a supported version of the product.
If so, go to the support form and provide a general description of problem, along with any error messages you see. In addition, please include the following information:
- Linux distribution and version
- Host environment: hardware, local VM, hosted VM (e.g., AWS EC2 instance)
- Version of Shiny Server Pro (run this command:
shiny-server --version
) - Shiny Server Pro configuration file: /etc/shiny-server/shiny-server.conf
- Server log file: /var/log/shiny-server.log
- System log file: /var/log/messages or /var/log/syslog
- Check that permissions have been correctly set as described here
If the issue is specific to an application:
- Versions of Shiny package and other related packages
- Application log file (you may need to set preserve_logs true; in your shiny-server.conf file), per these instructions
Posit Package Manager (formerly RStudio Package Manager)
First, check this page to verify that you are using a supported version of the product.
If so, go to the support form and provide a general description of the problem, along with any error messages you see. In addition, please run the Package Manager diagnostic script and attach it to the support ticket. Feel free to sanitize any data you feel is sensitive, and please let us know that you have done so.
- Run a server diagnostic report (run this command: /opt/rstudio-pm/bin/run-diagnostics)
- Attach the server diagnostics report to the support ticket (the output of the script will give you the location of that file).
If you do not wish to run the script, please provide a general description of the problem, along with any error messages you see. In addition:
- General description of problem, including any error messages
- Linux distribution and version
- Host environment: hardware, local VM, hosted VM (e.g., AWS EC2 instance)
- Version of RStudio Package Manager:
rstudio-pm version
- Configuration file:
/etc/rstudio-pm/rstudio-pm.gcfg
- Log file:
/var/log/rstudio-pm
- Output of
systemctl status or status
- Output of
rspm list
shinyapps.io (Starter plan and above)
Review the Troubleshooting section of the user's guide, where you might find an immediate resolution to your problem. If not, file a ticket with a general description of problem, along with any error messages you see. In addition:
- Your account name or ID number
- The URL and ID number of the app that is having issues
- The output of the command
rsconnect::showLogs()
in the RStudio IDE from which you deployed the application
RStudio Professional Drivers
First, check this page to verify that you are using a supported version of the product.
Then, please review the Getting Started guide, which contains troubleshooting information, as well. If you are unable to find a resolution, go to the support form and provide a general description of problem, along with any error messages you see. In addition:
- Can you make a connection to the data source from the command line outside RStudio? Are you able to run queries successfully?
- Version of Posit product in use (run this command:
rstudio-server version
,/opt/rstudio-connect/bin/connect --version
, orshiny-server --version
) - Version of R installed
- Which packages are you using to establish the connection?
- Version of the
odbc
package, if applicable - Check the dependencies of the driver in question (note that this requires that you have installed unixODBC, as we recommend in the Pro driver documentation):
-
odbcinst -j
will give driver location -
cat odbcinst.ini
to find the location of the driver in question -
ldd <driver location>
to find the system dependency libraries - resolve any missing dependencies
-
Capturing a HAR file
If necessary, we may request users to send us a HAR file of the network activity generated when the problem occurs for further analysis.
Instructions for how to do this in different browsers can be found here:
You need to add info somewhere about how to upload a VERY LARGE log file that email can not handle. --CJ
Hi Muller, you can find instructions on where to upload large files to support in this other article:
https://support.rstudio.com/hc/en-us/articles/4414061374231-How-To-upload-files-larger-than-20MB-to-support
It says "oops, You're not authorized to access this page"... even if I am logged onto support. Thanks...
Muller, there was a problem with the permissions on this article.
It should be visible to you at this time.
Can you please check it and let me know?
someone has logged a ticket on my behalf and given me the ticket number. How/where can i view the progress of this ticket?
Hi Sara,
Your best bet would be to ask the person who logged the ticket on your behalf to CC you on the emails that you receive from support. That way, you'll have full visibility on the communications that occur. You can then reply to the email chain and your messages will be sent through to support.
I hope this helps!